http://www.usableclicks.com/2009/03/usability-everyone-get-involve/ Thu, 03 Mar 2011 14:38:30 +0000 hourly 1 http://wordpress.org/?v=3.0 http://www.usableclicks.com/2009/03/usability-everyone-get-involve/#comment-29 Kevin Skobac Fri, 27 Mar 2009 16:23:52 +0000 http://www.usableclicks.com/?p=334#comment-29 For the last two mornings, I've arrived at Starbucks to get my cup of coffee around 9AM, the busiest time for the store, what I usually try to avoid. Each morning, the branch owner has come into the store and gotten at the end of the line like a regular customer. He waits through the whole line, timing the experience on a stop watch, watching the behaviors of the customers in line, and watching how his workers handle the crowd. This seems like an interesting active study in user experience not on the web but in a physical market. He sees how efficiently his environment is able to convert customers, where there is drop off (customers leaving) and where he is encouraging return (people buying more each morning) or lack of (people frustrated that might not come back). Presumably he meets with his management team to work on refining the user experience based on this observational feedback. For the last two mornings, I’ve arrived at Starbucks to get my cup of coffee around 9AM, the busiest time for the store, what I usually try to avoid. Each morning, the branch owner has come into the store and gotten at the end of the line like a regular customer. He waits through the whole line, timing the experience on a stop watch, watching the behaviors of the customers in line, and watching how his workers handle the crowd. This seems like an interesting active study in user experience not on the web but in a physical market. He sees how efficiently his environment is able to convert customers, where there is drop off (customers leaving) and where he is encouraging return (people buying more each morning) or lack of (people frustrated that might not come back). Presumably he meets with his management team to work on refining the user experience based on this observational feedback.

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